United Airlines Fined $2.75M for Mistreatment of Passengers

United Airlines was handed a $2.75 million fine by the U.S. Department of Transportation yesterday for its mishandling of disabled passengers and for leaving passengers stranded on the tarmac in cases dating back to 2013. The DOT ruling noted a “significant increase in disability-related complaints” against United in 2014, with the airline failing to give timely assistance to passengers with disabilities during boarding and deplaning, delaying the return of wheelchairs stored in the hold, and sometimes damaging passengers’ specialist equipment.

“It is our duty to ensure that travelers with disabilities have access to the services they need,” said U.S. Transportation Secretary Anthony Foxx, fining the airline $2 million. A further $750,000 was incurred for incidents at Chicago-O’Hare in 2013 and Houston-Hobby in 2015 when, following severe weather, planeloads of passengers were kept on the tarmac for over three hours instead of being offered the option to disembark, as required by law.

United made headlines last October when D’Arcee Neal, a wheelchair user with cerebral palsy, was forced to crawl off one of its planes after United failed to provide assistance in deplaning. The airline apologized after the story went viral. Yesterday, it announced that it would test an update of the United app, to allow customers to “self-identify” as needing assistance at the airport, and let flight attendants and gate staff liaise better. “We expect this to greatly improve our ability to have wheelchairs where they need to be, when they need to be there,” said Jon Roitman, senior vice president of airport operations. The airline also announced plans to spend $5.3m this year on making its hub airports more disabled-friendly.

“Fines of this magnitude certainly bring positive change, but in reality, the problem is more complex than an app or more cash,” Roberto Castiglioni of the organization Reduced Mobility Rights warned Condé Nast Traveler. “U.S. airlines are struggling to cope with the ever-growing demand for assistance, and compliance with the Air Carrier Access Act is also challenged by abuse and lack of pre-notification. Initiatives like an app can have a positive impact in the interim, but a systemic overhaul of the legal framework, processes, and procedures is needed to guarantee safe and dignified assistance in the long term.” And until that happens, there’s always social media shaming.